Starbucks Coffee Company — Restaurant in Mentor

I had a very bizarre interaction in the drive-thru here today. I ordered ahead in the app and gave my name as I always do when I pulled up to the speaker. The worker then told me that I could “pull around very slowly.” Okay, weird, as there were no cars ahead of me or behind me. When I got to the window, a middle aged woman wearing a mask (name starts with an S) told me that I was screwing up their processing times and they will be reprimanded and get in trouble because I arrived too early. She was quite adamant and upset. She kept going on about Starbucks policies, and I apologized and said I had no idea of any of this, as I do not work for the company. Even if this is the case, I do believe there would have been a better way to handle the situation than to belittle a customer for pulling in a minute or 2 ahead of when the app SUGGESTED I arrive. After she handed me my drinks, I thanked her and looked in quickly as I was trying to read her name-tag, she then looked back at me and said “What? You have your oder!” and closed the window. I frequent this location and have many times arrived a couple minutes before the app has said, and many times my drink has been done early. I have never been chastised like this before for doing so and with multiple other locations so close in vicinity I will be picking another one...

The staff at this location is absolutely fantastic. While I have great service here every time I come there were two recent interactions that were just above and beyond. I pre ordered a sandwich today and it took longer than I thought to get there and my sandwich was cold when I went to pick it up. They proactively told me they were making me a new fresh sandwich. I was very appreciative and that was very considerate and thoughtful. The other was a few months back where I ordered my daughters a non caffeinated drink but they were out of the one I ordered. I was not sure what to replace it with so the guy at the drive through window let my daughters know what else there was and was so patient while they were deciding. They ended up being thrilled with what he suggested for them. I'm on the customer service side of things as well and just wanted to make sure you knew that your team members here are so wonderful and they deserve some...

My husband and I went in for a quick coffee on 3/14 and as always had a great order experience and the coffee was perfect. Then a belligerent customer was starting to become a nuisance. I was beyond impressed with the Starbucks employee who handled this customer. I felt compelled to intervene as the customer began using foul language towards the employee. I will say again how well the employee handled herself. As a leader in an organization and a mother, I couldn’t help but notice her calm demeanor, professionalism, and attention to customer experience. I will be back often because of the constant great service but also because of what I witnessed out of this one incredible employee. I didn’t catch her name, but the employee who handled the belligerent customer arguing about the use of $100 bills is who I am talking about. Beyond impressed and we will return...